Great for Customer Service Teams
February 07, 2020

Great for Customer Service Teams

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with 8x8 Contact Center

8x8 Contact Center is being used only by our Customer Service Department. We currently only use it for our phone system, not as a CRM tool. But we are in the process of upgrading to the VCC and using more of the features. Our customer service team answers calls with 8x8 Contact Center, but our managers aren't able to take calls through it, so only our agents use it for calls, not our whole department.

Pros

  • There is a robust video tutorial section
  • Customer on-boarding is very thorough

Cons

  • I would love to have one tab open on my browser while running the program, right now I have the VO app open, and at least two tabs dedicated to 8x8 Contact Center.
  • We added customers to the database, but when they call in, they don't automatically pull up like they do in the videos.
  • Since I work in CS, I am not privy to any hard numbers but it seems positive.
  • Our goal is to retain more customers and I think many of the features will help with that.
I have used Freshdesk and RingCentral systems in the past. RingCentral was very temperamental but easy to use. There was no consistency with it. 8x8 Contact Center is excellent but still experiences glitches like Ring Central. Sometimes a call will pop up in 8x8 Contact Center, and there will be no buttons to answer it. That would happen when I used Freshdesk too. Every system has its flaws, 8x8 Contact Center seems a little better and more consistent than others, however.
The team has been very responsive and helpful whenever we have a question. They have also directed us to the many useful videos in the database for reference. Every time we have a question about how something works, the support team is very responsive and answers all of our questions quickly.

Do you think 8x8 Contact Center delivers good value for the price?

Yes

Are you happy with 8x8 Contact Center's feature set?

Yes

Did 8x8 Contact Center live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of 8x8 Contact Center go as expected?

Yes

Would you buy 8x8 Contact Center again?

Yes

So far, it works well for our small team, and I see it will have more potential once our organization grows. Right now, only using the VO, I am only able to see calls that ring to me. If a customer calls in and mentions that they've called before, I don't have access to any of that information. Once we turn on the VCC, I understand I will have more data to look at, but I don't think I will be able to pull previous calls only notes. I have used multiple other phone systems, and both let me at least look at a master list of calls, and one let me listen to all call recordings. This is important because I can hear exactly what was said/promised by each party. It helps avoid the whole he said/she said business.

8x8 Contact Center Feature Ratings

Agent dashboard
8
Validate callers
7
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
9
Warm transfer
8
Predictive dialing
8
Interactive voice response
9
REST APIs
8
Call tracking
8
Multichannel integration
8
CRM software integration
9
Inbound call routing
8
Omnichannel inbound routing
9
Recording
9
Quality management
9
Call analytics
9
Historical reporting
9
Customer surveys
9

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